Mastermindtoys レビュー 25

The website is probably the worst I have ever used. They can't keep inventory accurate so you never know if something is actually available. I purchased something, had it refunded and it is still showing available online. Apparently they should fire the team responsible for managing inventory online.

Like other reviewers, I placed an order for Christmas gifts for my kids (on Dec 2, no less) and never received part of my order. I have emailed Customer Service three times over the course of 3 weeks and have not received any response. Lack of communication is extremely frustrating and unacceptable. Not to mention they owe me a refund for the items I never received. I wanted to support a "smaller" business (not Amazon) but will not be buying from them again.

Terrible online customer service support! No phone support. No chat/message support. Only email customer “support”. Automated email reply informs customer that their email will be responded to “within 2 to 4 business days” but I only received a response after 16 business days without any apology for the delay. This was in regard to a Christmas gift for our grandson which we never received. I initiated a request on Dec 1st and received a reply on Dec 23rd.
I’ll never shop at Mastermind Toys again.

Horrendous shopping experience! Four inquiries over the course of a month to find out if I was receiving my order before Christmas. Finally got confirmation that the item I ordered wasn't in stock and was told I would receive a refund shortly. Fast forward another week, no refund, package on the front door step.. Unbelievably bad customer service! Never EVER buy anything from this company.

I'm going out of my way on Christmas day to write this review. I'd give zero if I could. I ordered online Nov 26, to make sure my niece would get her Christmas gifts in time. The order process was terrible- it took me hours to find the right combo of items that were actually eligible to ship to her. The stuff I wanted wasn't available for pickup at her store. I settled on 3 items all together. On Dec 2, I got notification that one item was refunded because they couldn't fulfill it before it shipped. One item arrived on Dec. 9. The other item (which was the main part of the gift and the one I was most excited about giving), never shipped so I emailed customer service on Dec. 17. They never replied. On Christmas day, I checked on the item and found out it was refunded. I never received communication of this from the company- I found out on the shop app. I confirmed on my cc transactions that it was refunded on Dec. 23- 2 DAYS BEFORE CHRISTMAS. I did all I could to make sure she had gifts on time. I ordered in plenty of time. What appears available online doesn't actually reflect their inventory accurately. Meanwhile, the company is sending me a ton of spam emails about their sales. They have inventory problems, customer service issues, and they're deficient at communication. AVOID THIS COMPANY AT ALL COSTS.

No tracking code for your order until contacting customer service. Ordered two items, but only saw one went out. Contacted customer service again. Was told sorry what was ordered 16 days ago is now not available. You think they would have told you this the first time, not when I notice it didn’t go out. Not a nice thing to find out 4 days before Christmas when the item was a gift. Will never buy from this company again.

Placed an order on December 3, 2025. Their website shows "Unfufilled". I have tried to get updates and/or cancel order but they are silent. No replies from their Customer Service. Now scrambling for a Christmas gift for our grand-daughter.

Ordered all my Christmas gifts (12) for the kids on Nov. 27th. So far I have received only one item! Very difficult to get in touch with them. They don't answer their phones. Emails get answered every 4-5 days but they don't do anything to solve the problem. Yesterday I requested a refund and have not received any reply. I need the refund to get gifts somewhere else. This is a very awful way to treat customers.

I placed an order for Christmas. Only 2 of my 4 items arrived. I’ve emailed twice this week and no reply. They need to respond to their current customers before taking on more orders. Now I’m stuck as it’s too late to order from somewhere else and I have no clue if they’ll send my two items. If they arrive after Christmas they’re no longer needed. Frustrating and terrible customer service.

I am waiting for the customer service to respond for over 10 days now and sent 5 emails to follow up. No response what is so ever! I do not think that email is in service at all!
A lot of us stopped completely shopping in this place and we used to absolutely love it but because of the problems we facing with customer service and their return policy it is not worth it anymore. We receive a lot of gifts from this store with no gift receipt and we are not able to exchange it or get a store credit even though their logo and sticker is on the items as they say we do nit if it was purchased from us, and who else is putting mastermind stickers on the these products?!?! Shame as it was my favorite store to shop for all the kids I know. Poor customer service and lost over 300 dollars in gift cards last year because they went under and new owner took over without allowing customers to redeem the gift cards. Apparently they gave 2 weeks for people to do so but how we supposed to know about it?! It is not like we shop there every week to stay on top of everything.No words, very disappointed 😞

I am buying from Canadian companies to support my country.
I purchased a Christmas gift for my grandson on Dec 3 2025 from Mastermind toys. They immediately charged the $140 to my credit card which was the price of the toy I purchased.
Iit is Dec 15 I have sent 4 emails over the past 7 days this is the only way to reach them. My purchase has not been fulfilled or shipped yet. They have not responded to me. I called one of their stores today and was given the phone number for the on-line store which is through their headquarters. I called and there is no way to speak to anyone at this company.
I am disappointed I can’t get anyone to help me with this order.
I am bringing this to the public’s attention to not buy on line from this company it is very evident they do not care about customer service but they will take your money right away before even processing and shipping the order.
I’m worried I won’t have a present for my grandson as I don’t even have the money now to go buy something else.
Terrible service!

Order placed on 2025-11-27, package received was missing one item that was ordered as a Christmas present.

I got in touch right away, and had zero response. Have sent several emails describing the issue, and asking for assistance.

NO RESPONSE whatsoever, and *email is the only way to get in touch*! No phone number, or live chat.

Will never buy anything from Mastermind Toys again, as I have no trust in them.

UPDATE: Have filed a dispute with my credit card company. Wish I could have used PayPal instead of the Shop app, as it would simplify the whole process

Do not under any circumstances shop from this company. They do not ship anything for weeks, nor do they resolve any problems and there is no phone number to call - wonder why. Terrible experience, good luck to those who used them for Christmas gifts.

Probably the worst company to deal with online, the store staff are great but if you order online and their is an issue, good luck on ever hearing back from them. Have tried for over three weeks to even get a response.
The store staff said they can't get a reply from head office either when they have issues as well.
They should drop their online business as they are horrible at it. Either buy directly from the stores so you know what you are getting, or buy from any other retailer. Can't be negative enough with this company.

Customer service non existent. Order status says fulfilled but they only shipped half the items. They also don't pick up the phone or respond to emails.

Terrible customer service and will not recommend ordering online.

I purchased a large item as a present for my nephews. They sent multiple emails with different tracking links each stating all items were included in the shipment which was confusing. When the first package arrived we received a wildly incorrect item (instead of a ball pit we received a small LEGO set). It was difficult to connect with customer service to sort out the issues as in emails they quote 2-4 days response times, there is no phone number to call and the live chat was not efficient as the individual was not able to do anything other than forward to the ‘senior team’.

Once I did finally hear back they informed me the items in my order were no longer available even though they are still available for purchase on the website, and they sent a label to have us return the incorrect item. I am very unhappy and will not be shopping from them again.

I ordered online and they send me an entirely different item with a $30 price tag when I ordered a $65 item. There is no phone number for them, the only way to get ahold of them is by email or chat and NO ONE RESPONDS. I’ve been trying all day every day for two weeks and I am beyond livid. I called a physical store and they told me my only option was to drive an hour to the nearest store that had stock wtf??? I’m so mad. Terrible customer service I’m appalled.

Bad customer service. Made an order and needed to immediately cancel. There was no option to do this so I emailed customer service. It took them days to get back to me and the item had already shipped. Now they are saying I can only send it back for a refund by either going to the store (45 mins away) or paying shipping fees to ship back. Will not shop here again.

I ordered a train set on line. Unfortunately I found out the next day that my grandson had the exact same set. I contacted their customer service line right away to cancel the order (less than 24 hours after it was placed). They were going to look into it and get back to me. I never heard back. A few days later I contacted them again to see if they were able to cancel it. Again they were going to look into it and never got back to me. The next day I received a note that it had shipped. Terrible on line customer service. I sure hope the store which is an hour + out of my way has a better return policy. Either way, I will not be shopping there again.

Horrible website. It will say item available to ship, you'll spend hours getting an order together and go to check out, and nothing is available!! How incredibly frustrating. Useless website. I won't shop here again. They've lost out on lots of future business from us.